Reference field is not working while inbound call called

[vinuth v]

Hi All,

I am working on one of the integration and it is inbound call from 3rd party to ServiceNow and RITM will create in ServiceNow.

This is payload I tested in post man and once the 3rd pary system update the data, RITM will create in the servicenow

{

    "sysparm_quantity": 1,

    "variables": {

        "requested_for": "Vinuth",

        "contact_phone_number": "9591655",

        "please_select_priority_level": "P5",

        "is_this_an_account_creation_request": "Yes",

        "short_description": " Test f",

        "please_provide_a_description_of_the_request_application_name_for_account_creation": "Apple iPhone",

        "please_provide_a_list_of_users_that_require_an_account": "TEST"

    }

}

Facing the issue : Here I am using requested_for as reference field, once the RITM created in the servicenow and requested for field is showing blank. If I use the single line text type for "requested_for" field then it's working fine.

Please any one suggest me, How to proceed using reference field.

Thanks in advanced,

Vinuth

[Sandeep Rajput]

@vinuth v requested_for is a reference field and it expects a 32 character sys_id (e.g. e005e481530020107d13ddeeff7b12e5). In your case you are passing it a string value for which the field may not find a match. 

In order to populate the reference field, I recommend you use a glide record query as follows to get the sys_id of the user from the user table.

var userRec = new GlideRecord('sys_user');

var userSys_id='';

userRec.addEncodedQuery('nameSTARTSWITH'+requested_for);//replace with your requested for variable

userRec.query()

if(userRec.next()){

userSys_id=userRec.getValue('sys_id');

}

//Now you can use the userSys_id field to populate requested_for field on your record.

Hope this helps.

[vinuth v]

Hi @Sandeep Rajput ,

Can you please suggest me exactly where I need to use this script.

Thanks,

Vinuth

[Adrian Ubeda]

Hello vinuth, 

For reference field, you should use sys_id as string in the value when you are composing the payload, i've tested this on rest API explorer and worked:

{
 "short_description" : "test API explorer",
 "caller_id" : "46d44a23a9fe19810012d100cca80666"
}

With a PUT method, this will update short description and caller field, that sys_id it's from sys_user table.